Last Updated: 23-02-2026

1. Overview

At Unique London, we want you to be fully satisfied with your purchase.

This policy explains your rights under UK consumer law and how we handle returns, exchanges, and refunds.

This policy complies with:

• Consumer Contracts Regulations 2013
• Consumer Rights Act 2015

2. Your Right to Cancel (14-Day Cooling-Off Period)

Under UK law, you have the right to cancel your order within 14 days of receiving your goods.

You then have a further 14 days to return the item once you notify us.

To exercise your right to cancel, you must email:

📧 [email protected]
Include your order number.

3. Return Eligibility Conditions

To qualify for a refund:

• Items must be unworn and unused
• All tags must be attached
• Items must be returned in original packaging
• No stains, damage, odours, or alterations
• Proof of purchase must be provided

We reserve the right to reduce the refund if the item shows signs of excessive handling beyond what is necessary to inspect it.

4. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Underwear
• Personalised or customised products
• Items marked “Final Sale”
• Gift cards

These exclusions do not affect your statutory rights if an item is faulty.

5. How to Return an Item

Step 1: Email [email protected]
Step 2: Include:

• Order number
• Full name
• Reason for return
  Step 3: Wait for return approval and instructions

Items returned without authorisation may not be accepted.

6. Return Shipping Costs

Unless the item is faulty:

• Customers are responsible for return postage costs
• Original shipping fees are non-refundable

We recommend using a tracked delivery service, as we are not responsible for lost return parcels.

7. Refund Processing

Once we receive your returned item:

• It will be inspected
• Refund processed within 5–10 business days
• Refunded to original payment method

Banks may take additional time to process funds.

8. Exchanges

We do not guarantee exchanges due to stock availability.

If you require a different size:

• Return the original item
• Place a new order

If the requested size is unavailable, a refund will be issued.

9. Faulty or Damaged Items

Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

If your item is faulty:

• Contact us within 48 hours of delivery
• Provide clear photos

If confirmed faulty, we will:

• Offer a replacement
• Repair (if applicable)
• Or issue a full refund including delivery costs

10. Late Returns

Returns received after the 14-day return window may be:

• Refused
• Or accepted at our discretion

We reserve the right to issue store credit instead of a refund for late returns.

11. Partial Refunds

We may reduce your refund if:

• Items are returned damaged
• Packaging is missing
• Items show signs of wear

This deduction will reflect the reduced resale value.

12. Incorrect Items Sent

If you receive the wrong item:

• Contact us within 48 hours
• We will cover return shipping
• Replacement or full refund will be provided

13. Refund Delays

If you haven’t received your refund:

1. Check your bank account
2. Contact your card provider
3. Contact us at [email protected]

14. International Returns

International customers are responsible for:

• Return shipping costs
• Customs documentation

We are not responsible for customs fees incurred during returns.

15. Fraud Prevention

We reserve the right to refuse returns where:

• Abuse of policy is suspected
• Excessive return patterns are identified
• Items appear worn or resold

16. Your Statutory Rights

Nothing in this policy affects your legal rights under UK consumer law.